Capstone_Component_ 1_MIS_490

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School

Southern New Hampshire University *

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490

Subject

Information Systems

Date

Jan 9, 2024

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docx

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18

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1 Capstone Component 1: Portfolio and Enterprise Level Report Southern New Hampshire University MIS 490 Management Information Systems
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5 ABC Company Data Sets Analysis The CEO of ABC Company has asked 3C consulting to review seven different sets of data that corelate to different areas of ABC Company. ABC company is either expanding, introducing, or changing their products or offerings. Internally, the CEO is interested in understanding data points and analysis on keeping employees. The expansion or change in ABC offerings has created concerns from executive board members and they want a different perspective to aid in decision making over the seven data sets and subjects that were provided. IT Help Desk The charts are visualizations of the category that the ticket was filed. The color scheme represents satisfaction. The x-axis represents the count of tickets, and the y-axis represents the days the ticket was opened. Access/Login had the most unknown and highly satisfied ticket count. Access and login were corrected in five days and under. Unsatisfied results were held today one and satisfied customers would check the chart after day one. User access and login issues may be a security requirement or privilege of users need to be reviewed to grant access prior. Proper onboarding of an employee to regulate the employees’ access can help with these requests. Hardware had the longest open tickets with one ticket open until day 54. This could be attributed to supply chain issues replacing hardware. Having a third-party supplier or parts on the shelf may alleviate this issue. No satisfaction category was associated. Hardware had the lowest ticket count of the categories. Systems and software were consistent and maintained solution and satisfaction for the majority of their open tickets by day 10. The average ticket count per year was 20,000 tickets with a spread of 592 from the highest ticket count to the lowest ticket count year. Systems request every year had the highest ticket count. Access and login had the shortest days open and highest highly satisfied ticket
6 count. Tickets with the type of issue compared to requests was much lower. The hardware supporting the systems and applications seems to be maintained very well. Requests from end users are high but remained consistent. The ticket count with systems and access are relevant. Two ways to address satisfaction and open tickets can be attributed to proper onboarding and access and end user training. Reviewing the current applications, the end users are using and verifying they have access to the applications they need to support and lower the requests count. Access to applications was completed in five days. During those five days was the end user not able to conduct their work and that cost ABC Company revenue in production and time. Proper review of user accounts and the access they have should be conducted quarterly. A review of the access to user accounts should also be reviewed when a new employee is hired or when an employee leaves ABC Company. Preparation and audit of the current hardware supporting the systems and end user applications should be conducted. Currently hardware and issues in all categories have low ticket count. To maintain and ensure this in the future, hardware replacement and upgrades should be conducted corresponding with the age of the system. A review of the applications that the end users use should be conducted. A questionnaire may help with this to understand where end users feel they need better training on the system or application. This may help in the request ticket count. Proper HCI (Human Computer Interaction) processes and reviews should be conducted with already in place applications and new applications being onboarded. With will give feedback if the application is satisfactory and the ease of use for the end user. This will help with reducing the request ticket count.
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